indian railway catering andtourism corporation ltd - irctc

EOI No.2017/IRCTC/TP/OTP/005 –

INDIAN RAILWAY CATERING ANDTOURISM CORPORATION LTD (A Government of India Enterprise)

EXPRESSION OF INTEREST (EOI)

FOR

SOURCING BUS INVENTORY CONTENT ON IRCTC WEBSITE / APPS

CIN Number: L74899DL1999GOI101707

Website: www.irctctourism.com

EOI DOCUMENT

Last Date and Time of Submission of EOI Upto 26.02.2020at 15:00 hrs.

Date and Time of Opening of EOI 26.02.2020at 15:30 hrs.

Address for Communication Group General Manager - IT Projects IRCTC, Internet Ticketing Centre, State Entry Road, New Delhi-110055

http://www.irctctourism.com/

EOI for Sourcing Bus Inventory Content on IRCTC Website/Apps

EOI No.2017/IRCTC/TP/OTP/005 - of 34

TABLE OF CONTENTS

S. No. Contents Page No.

1 TOP SHEET 3

2 BACKGROUND 4

3 SCOPE OF WORK 5-7

4 DISCLAIMER 8

5 INSTRUCTIONS TO INTERESTED PARTY/PARTIES 9-11

6 PRE-EOI QUERIES 12

7 TERMS AND CONDITIONS 13-16

8 ELIGIBILITY CRITERIA FOR THE INTERESTED PARTY/PARTIES 17-18

9 EVALUATION OF EOI 19

10 QUALIFICATION DOCUMENT CHECKLIST, FORMATS & ANNEXURES 20

11 EOI - OFFER FORM - ANNEXURE I 21

12 LETTER OF ACCEPTANCE - ANNEXURE II 22

13 SERVICE PROVIDERS INFORMATION - ANNEXURE III 23

14 CERTIFICATE OF INCORPORATION - ANNEXURE IV 24

15 SOLVENCY CERTIFICATE FROM A NATIONALISED OR A SCHEDULED COMMERCIAL BANK - ANNEXURE V

25

16 NET WORTH CERTIFICATE ISSUED BY CHARTERED ACCOUNTANT - ANNEXURE VI

26

17 AUDITED ANNUAL REPORTS, SPECIFYING THE ANNUAL TURNOVER OR CHARTERED ACCOUNTANT CERTIFICATE - ANNEXURE VII

27

18 EXPERIENCE IN SUPPLYING THE BUS INVENTORY CONTENT VIA API - ANNEXURE VIII

28

19 SERVICE QUALITY ASSURANCE - ANNEXURE IX 29

20 AN UNDERTAKING TO PROVIDE DEDICATED SUPPORT TEAM - ANNEXURE X 30

21 AN UNDERTAKING BY THE SERVICE PROVIDER’S AUTHORIZED SIGNATORY CERTIFYING THAT SERVICE PROVIDER IS NOT BLACKLISTED WITH ANY GOVERNMENT OF INDIA AGENCY/PSU - ANNEXURE XI

31

22 AN UNDERTAKING FOR STATUTORY COMPLIANCES – ANNEXURE XII 32

23 TECHNICAL BID – ANNEXURE XIII 33



1. TOP SHEET

(BriefInformation about Expression of Interest (EOI) for Sourcing Bus Inventory)

EOI No. EOI No.2017/IRCTC/TP/OTP/005

EXPRESSION OF INTEREST (EOI) document will be available from

Expression of Interest (EOI) documentmay be downloaded from 31.01.2020 onwards from https://www.tenderwizard.com/IRCTC

Receipt of Pre-EOI Bid queries

The pre-EOI Bid queries may be addressed in writing to JGM/IT, Internet Ticketing Center, State Entry Road, New Delhi-110055 on https://www.tenderwizard.com/IRCTC or on Email:[email protected],[email protected]

Pre-EOI Bid Meeting Pre-EOI Bid meeting on 12.02.2020 @ 11:00 hrs at IRCTC, Internet Ticketing Centre, State Entry Road, New Delhi – 110055

Last Date and Time of Submission of EOI 26.02.2020 @ 15:00 hrs.

Date and Time of Opening of EOI 26.02.2020 @ 15:30 hrs.

Address for Communication IRCTC, Internet Ticketing Centre, State Entry Road, New Delhi- 110055

Tenure of the Contract 2 Years plus extendable by 1 year

Standing Earnest Money Deposit (SEMD-Refundable)

Rs.2 Lakhs (Two Lakhs Only)

Required Financial

The average minimum annual turnover of the Interested party /parties (Commission on sales only) in the last 3 years i.e., 2016-17, 2017-18& 2018-19 must be at least Rs. 1 Cr.

Required Work Experience

a) Interestedparty/Parties must have previous successful experience in supplying the online bus inventory content via API solutions.Should have implemented at least one such project (live & working in B2C environment) of online Bus inventory supply to other websites atleast for 2 years in last 3 years.

b) The web addresses of the same shall be indicated and screen printouts of the same may be attached in support thereof.

https://www.tenderwizard.com/IRCTC


mailto:[email protected]

mailto:[email protected]



2. BACKGROUND

Indian Railway Catering and Tourism Corporation Ltd, a Public Sector Undertaking under Ministry of Railways ismandated to provide and enhance passenger, customer service verticals such as Catering, Ticketing and Tourism. IRCTC Tourism portal www.irctctourism.com provides a range of Travel &Tourism services to customers includingall-inclusiveRail Tour Packages, Tourist Trains, Bharat Darshan Tourist Train, Holiday Packages, Flight Packages, Hotel and Retiring Rooms, Lounge Bookings & Cab Rentals.

IRCTC, the biggest Govt. online travel platform in India, is seeking to facilitate the online booking of Bus tickets through the supply of online Bus Inventory content. The Bus Inventory will be sold through www.irctctourism.com, through various links/Tabs/Banners and also across www.air.irctc.co.in, www.irctc.co.in, and also through IRCTC Tourism Facilitation Counters and Agents available across India.

The information contained in this Expression of Interest (EOI) is being provided by IRCTC for the limited purposes of enabling the B2B/B2C Interested Partiesto participate in this EOI for powering bus inventory content on IRCTC website/apps (irctctourism.com). Post opening of Expression of Interest (EOI), Interested Partieswill be evaluated and qualified for further participation. In no circumstancesshall IRCTC, or its respective advisors, consultants, contractors, servants and /or agents incur any liability arising out of or in respect of the issue of this EOI. The IRCTCmay in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information, assessment or assumptions contained in this EOI.



http://www.air.irctc.co.in/

http://www.irctc.co.in/



3. SCOPE OF WORK

The B2B/B2C Interested Party/Parties are required to supply Domestic Online Bus Inventory content via API integrations for IRCTC Website and Apps. The scope of work is asfollows:–

1) Service Provider will design an online booking module via API to display and sell the Bus inventory and availability along with comprehensive and up to date product information for customers to book the Bus in IRCTCplatforms under IRCTC brandingthrough B2C and B2B channels.

2) During the term of the Agreement, Service Provider shall provide the live feed of all the available Buses across India under its network and shall update the live feed regarding Bus availability asfrequently as possible. This shall not be, at any given day, less than 5,000 Buses in 25 cities (total inventory). Service Provider shall daily update and display the Bus allotment to IRCTC through a live Dashboard. The availability and confirmation of the Bus are guaranteed and the Service Provider shall honor the bookingson real time basis. Service Provider will provide IRCTC with such comprehensive and up to date product information, including photographs and facility/service descriptions to the extent available from the bus operators through API and will ensure the quality of services and buses.

3) These terms and conditions shall be applicable for the Buses that are included and/or added by Service Provider subsequently.

4) All standard terms and conditions shall be provided, by the Service Provider, on the IRCTC website/apps regarding booking of the Bus seats/berths.

5) The Service Provider shall provide IRCTC with rates, which are competitive in the market and are comparable on any other online/offline site/company/app.

6) The Service Provider shall update the Booking, Cancellation and Amendment Policy on the IRCTC site/app/network through API. Any change in the Booking, Cancellation and Amendment Policy shall be updated by the Service Provider and should be abided by the Service Provider. IRCTC shall accept bookings from customer based upon such policy that is updated by the Service Provider and the Service Provider shall be responsible to honor the bookings.

7) Service Provider will display the bus inventory through API and they will have to keep IRCTC informed of the sold-out dates in advance, and the same should be updated on IRCTC site/app/network for the customers.

8) The Service Provider shall be solely responsible to update/maintain the inventory and rates on IRCTC’s site/app/network. If the Service Provider fails/omits to update, verify and/or amend the inventory rates and booking is made or cancelled on the same, then Service Provider shall honor all the bookings of the customers done through IRCTC by either accepting the booking or upgrading the booking at the same cost or refunding amount in case of cancellation as per policy at that time on site/app/network, etc.

9) Service Provider will hold complete responsibility for customer experience and manage the complaints.

10) In all the communication (SMS/email/call, etc) given to customers through IRCTC site/app/network IRCTC name will be displayed to customer for unique experience.

11) Service Provider will give special rates for IRCTC tour packages which will be required to be run by the various IRCTC Offices across India.

12) Service Provider will provide charter Bus booking rates which will be at par with the market and price parity will be maintained.

13) IRCTC and Service Provider shall work towards the product improvement for increase in business and implement new techniques, Bus add-on services, etc.



14) Service Provider will provide same or better rates to IRCTC and run the same campaign/sale, which are on their Site/App/Network etc.

15) All information contained in this agreement and provided by IRCTC to the Service Provider is strictly confidential and must not be disclosed to third parties.

16) The Service Provider shall provide IRCTC with rates, which are competitive in the market and are comparable on any other online/offline site/company/app.

17) IRCTC must also be eligible for any promotions, cashback offers, discounts or any other promotion offers made available on the front end of the Service Provider Website based on mutual understanding. The Service Provider must build this logic in the business rule engine on IRCTC site.

18) IRCTChereby undertakes that it will use the online bus inventory content of the Service Provider during the tenure of the EOI for Online Bus booking only. The exceptions under this EOI shall be as follows:

i. The buses fully or partially owned by public sector (State & Central Govt.) where IRCTC’s online bus offering makes an automatic choice for the public good.

ii. Successful Service Provider shall assist IRCTC for the automation & creating business and technical logic for theabove mentioned exceptions.

19) The information provided by the Service Provider on all IRCTC Website pages must be reasonably complete and accurate. IRCTC reserves the right at all times to disclose any information as IRCTC deems necessary to satisfy any applicable law, regulation, legal process, or Government request after informing the Service Provider of the same.

20) The booking voucher shall carry a confirmation number as agreed with Service Provider. It would be obligatory on the part of the Service Provider to make sure the voucher/booking is honored at all Bus stations/locations. It would also be obligatory on Service Provider to extend similar procedure, terms & conditions and rules on all IRCTC Bus customers, as Service Provider would follow with its customers, on its website. All booking voucher/communication issued shall be co-branded.

21) Payment by the user to IRCTC for booking of Bus tickets may be made online by Credit/Debit Card, Internet Banking, Cash Card, Wallets, Rolling Deposit Scheme, etc. or payment can be made by Cash/DD/Cheque at IRCTC’s Offices/TIFCs. Service Provider needs to provide secure payment gateway serviceswhich meet all the statutory compliances.

22) The Service Provider would be liable to bear all the extra charges & upgrades in case of Booking Bounce or Bus inventory sold out for the customer booked with IRCTC. The fulfillment of delivery of booked and confirmed services lies with Service Provider. IRCTC has right to take action against the Service Provider or levy the penalty in such cases or cases with customer complaints; where customer institutes any proceedings against IRCTC, the concerned Service Provider would be liable to make good all the losses incurred by IRCTC as a result of those proceedings, including the cost of defending the proceedings.

23) The responsibility for ensuring confirmed bus seat to the booked guests, either in their bus or alternate buses, vests with the Service Provider, in case of tech/database failures resulting in loss of data and or IT logs. Where customer institutes any proceedings against IRCTC, the Service Provider would be liable to make good all the losses incurred by IRCTC as a result of those proceedings, including the cost of defending the proceedings. “Wherever booking cannot be cancelled online, IRCTC/Customer would advise the Service Provider via an email or SMS, details of which will be provided by the Service Provider.

24) The communication to the customer will be with Logo of IRCTC Tourism and powered by the Service Provider.

25) The Service Provider isduty bound to refund the cancellation amount to IRCTC as per the agreed terms. IRCTC would adjust the cancellation amount with the previous dues on monthly reconciliation.

26) If the Service Provider fails to comply with the terms & conditions of the agreement, IRCTC shall



follow an escalation matrix as provided by the Service Provider. This is without prejudice to any other action that IRCTC may take.

27) If the customer availing the bus services makes any claims of any nature against IRCTC for services agreed and extended by Service Provider, then the Service Provider hereby agrees to deal with the claims and settle it.

28) As Corporate entities, the Service Provider shall not be eligible for cross-selling of any of its products while interacting with any customers, which have been introduced by IRCTC. Cross-selling would be defined as Service Provider’s attempt to solicit business from the customer of IRCTC in any manner.

29) Fulfillment Support: Service Provider is supposed to provide fulfillment of the bus bookings done. Inorder to ascertain the capability and service delivery of the Service Provider, the following pre-requisites must be provided and adhered to:

i. Number of in-house operation and sales staff for managing online bus booking must be more than 10.

ii. Handling of post sales queries. iii. Explain and processing of Cancellations and Refund. iv. The fulfillment of booking will be responsibility of the service provider. In case of Non-

fulfillment of booking or customer complaint, IRCTC reserves the right to put penalty on Aggregator, whichitmaydeem fit.

v. Notifications – System should support notifications to customers for various activities via Emails, SMS and other medium.

vi. Secure Payment Gateway interface with multiple banks, compliant with RBI directives for online payments of goods/services, supplier payments, settlements, etc.

vii. The “Go-Live” date should not be more than 45 days from the time of LOA and should be mutually decided and recorded.

viii. Regular updates, upgrades, offers in the platform should be carried out to meet the market demand.

ix. Responsive and adaptive bus inventory content to be provided. x. For customer reference and quality, the name of the Bus operator should be displayed to the

passenger while booking along with the amenities and facility available in the bus along with the price.

xi. COD booking should also be allowed in the API. 30) Call Centre Support (both Pre-sales & Post-sales): Service Provider will provide 24*7 Call center

for Bus Query/Complaint/Cancellation/Booking etc. IRCTC agrees that Service Provider call center shall manage all queries, complaints, cancellations and bookings relating to the bus booking under the IRCTC brand. Service Provider shall providecall center service with IRCTC branded support to the users, the inbound fulfillment support both on e-mails and phones through a dedicated telephone number (inclusive of all logistic costs related to it). IRCTC would only provide the support for the payment related issues or escalations.

31) Other Synergies:The Service Provider should be willing to enter into other mutually beneficial possibilities likepowering the bus inventory content for IRCTCtour packages (Group Tours & FIT Packages) across India and selling of IRCTC tour packages on commission basis on B2B model.

32) Technical Support in Integration: Service Provider is required to provide Tech support for integration on API on different IRCTC platforms and other related support required by IRCTC from time to time.

33) Marketing: Service Provider will provide IRCTC with creative content, banners, blogs, etc for its online marketing activities and will also launch promos /discounts/offers for increase in selling of the Bus inventory.

34) Reviews and Ratings: Service Provider shall arrange to integrate the reviews, ratings and feedback



received from the customers in the application on real time basis.

4. DISCLAIMER

This Expression of Interest (“EOI”) is being issued by the Indian Railway Catering and Tourism Corporation Limited (“IRCTC”) for the purpose of providing certain information to the Applicants to participate in the Process to empanel qualified applicants for the purpose of Powering Bus Content on IRCTC websites/Apps.

The information contained in this EOI is being provided by IRCTC for the limited purposes of enabling the Applicants to submit a response to this EOI for undertaking the work and for no other purpose. In no circumstances shall IRCTC, or its respective advisors, consultants, contractors, servants and/or agents incur any liability arising out of or in respect of the issue of this EOI.

The information contained in this EOI or subsequently provided to applicant(s), whether verbally or in documentary or any other form, by or on behalf of the IRCTC or any of its employees or advisors, is provided to applicant(s) on the terms and conditions set out in this EOI and such other terms and conditions subject to which such information is provided.

This EOI is not an agreement or offer by the IRCTC to prospective Applicants or any other person. This EOI includes statements, which reflect various assumptions and assessments arrived at by the IRCTC in relation to the work. Such assumptions, assessments and statements do not purport to contain all the information that each applicant may require.

This EOI is a summary of available information and no reliance shall be placed on any information or statements contained herein, and no representation or warranty, expressed or implied, is or will be made in relation to such information and no liability is or will be accepted by IRCTC, its respective advisors, consultants, contractors, servants and/or its agents in relation to the accuracy, adequacy or completeness of such information or statements made nor shall it be assumed that such information or statements will remain unchanged.

Each applicant should therefore, conduct its own due-diligence, investigations and analysis and should check the accuracy, adequacy, correctness, reliability and completeness of the assumptions, assessments, statements and information contained in this EOI and obtain independent advice from appropriate sources.

This EOI may not be appropriate for all persons, and it is not possible for IRCTC, its employees or advisors to consider the investment objectives, financial situation and particular needs of each party who reads or uses this EOI.

Nothing in this EOI shall be construed as legal, financial or tax advice. IRCTC will not be liable for any costs, expenses, however so incurred by the Applicants in connection with the preparation or submission of their Application. IRCTC reserves the right to amend this EOI or its terms and any information contained herein or to cancel the process or altogether abandon the work at any time by notice, in writing, to the Applicants.

IRCTC will not accept liability of any nature whatsoever resulting from negligence or otherwise caused arising from reliance of any applicant upon the statements contained in this EOI.

IRCTC may, in its absolute discretion but without being under any obligation to do so, update, amend or supplement the information, assessment or assumptions contained in this EOI.

Laws of the Republic of India are applicable to this EOI and subject to the Jurisdiction of Courts situated at Delhi.



5. INSTRUCTIONS TO INTERESTED PARTY/PARTIES

1. The EOI document must be submitted online through www.tenderwizard.com/IRCTC. 2. The EOI is not transferrable. 3. The intending Interested Party/Partiesare advised to study the document carefully and acquaint

themselves with the conditions therein as they shall form an integral part thereof. 4. The EXPRESSION OF INTEREST (EOI) may be downloaded from the IRCTC’s website (www.irctc.com). 5. This EXPRESSION OF INTEREST (EOI) can only be submitted/ received online at

http://www.tenderwizard.com/ IRCTConly. No manual Packets will be accepted. 6. To participate in the EOI, it is mandatory for the Interested Parties / Participants to register themselves

with M/s ITI. A detailed procedure for Bidingis placed at www.tenderwizard.com/IRCTC. It may please be noted for submission of Bid, Class-III digital signature is required.

7. The SEMD shall be paid through e-payment facility available on e-tender portal https://www.tenderwizard.com/IRCTC.

8. The successful payment of SEMD through e-payment facility at e-tender portal https://www.tenderwizard.com/IRCTCis a condition precedent for submission of EOI.

9. The SEMD is liable to be forfeited, if the Service Provider withdraws or amends impairs or derogates from the EOI in any respect within the period of validity of his offer.

10. The SEMD of unsuccessful Interested Parties / Participantsshall be returned without any interest within 90 days after finalization of EOI. No interest shall be payable on SEMD.

11. Benefits to Registered SSI/MSE firms

11.1. Ministry of Micro, Small and Medium Enterprises (MSME) vide letter no. 21(1)2011-MA dated 25.04.2012 has notified a new Public Procurement Policy for Micro and Small Enterprises (MSEs) whereby the Small Scale Units (SSI)/Micro and Small Enterprises (MSEs) can avail the following benefits if registered with (i) District Industries Centers or (ii) Khadi and Village Industries Commission or (iii) Khadi and Village Industries Board or (iv) Coir Board or (v) National Small Industries Corporation or (vi) Directorate of Handicraft and Handloom or (vii) any other body specified by Ministry of Micro, Small and Medium Enterprises.

(a) Issue of EOI form free of cost. (b) Exemption from payment of Earnest Money. (c) In E-tender, participating Micro and Small Enterprises quoting prices within price band of L1+

15% shall be allowed to supply a portion of requirements by bringing down their price to L1 price in a situation where L1 price is from someone other than a Micro and Small Enterprises and such Micro and Small Enterprises can be together ordered up to 25% of the total tendered quantity.

(d) Relaxation in ‘Eligibility criteria of Interested Parties / Participants’ as mentioned in this EOI document for MSME firms.

Note: Item no (c) of clause 11.1 indicated above, will not be applicable for this EOI as this work is on H1 basis and cannot be split.

http://www.tenderwizard.com/IRCTC

http://www.tenderwizard.com/





The above benefits except ‘(c)’ shall be given only if the firm/company annexes with EOI duly attested copy of a valid SSI/MSME registration certificate and the EOI item is mentioned in its SSI/MSE registration certificate.

11.2. Special provisions for SSI/MSEs owned by Scheduled Castes or Schedule Tribes and Women:- Out of the 25% quantity of this E-Tender for SSI/MSEs a sub target of 4% quantity of this e-tender is earmarked for procurement from SSI/MSEs owned by the Scheduled Castes or the Scheduled Tribes entrepreneurs and 3% SSI/MSEs owned by woman entrepreneurs, provided that, in event of failure of such Micros and Small Enterprises to participate in E-Tender process or meet E-Tender requirements and L1 price, 4% sub target for procurement earmarked for SSI/MSEs owned by Scheduled Castes or the Scheduled Tribe entrepreneurs shall be met from other registered SSI/MSE’s.

Note: Above clause, 11.2 will not be applicable for this EOI as this work is only an Expression of Interest.

11.3. The SSI/MSEs who are interested in availing themselves of these benefits shall enclosewith their offer the proof of their being SSI/MSE registered with any of the agencies mentioned in clause11 above.

11.4. The SSI/MSEs who have availed the benefit of exemption of earnest money will not beallowed to withdraw their offer during the currency of the validity of offer or extended validity, if any such firm fails to observe this stipulation; the firm will be banned from participation in EOI/ Tenders of IRCTCLtd. for a period of two years.

11.5. As per letter 21(17)/2016-MA dated 06.04.2018 of Ministry of MSME, declaration ofUAM number by the vendor on CPPP is mandatory from 01.04.2018. All MSME Interested Parties / Participants have to upload a document along with other credentials in IRCTC EOI that they have declared UAM number on CPPP, failing which such Interested Parties / Participants will not be able to enjoy the benefits as per PP Policy for MSMEs order, 2012.

12. Complete Bid document, including all Annexures, with supporting documents, shall be serially numbered, digitally signed and uploaded. Incomplete EXPRESSION OF INTEREST (EOI) is liable to berejected.

13. The Service Provider should upload complete set of documents in support of Eligibility Criteria as mentioned in this Document.

14. Corrigendum/Addendum to this EXPRESSION OF INTEREST (EOI), if any, will be published on websiteswww.irctc.com&www.tenderwizard.com/IRCTC. No newspaper press advertisementshall be issued for the same.

15. At any time prior to the Packet submission date, IRCTC may, for any reason, whether at its own initiative or in response to clarifications requested by a Service Provider, modify the Packet document through the issuance of Addendum which will be given on IRCTC website:www.irctc.com&www.tenderwizard.com/IRCTC not later than 4 days in advance to the last date of submission of EOI. IRCTCmay,at its discretion, extend the EOI submission date.

16. The EOI shall remain valid for a period not less than one hundred and twenty (120) days from the due date of submission (Offer Validity Period). Validityof EOI may be extended for a specified additional period. Offers with validity less than 120 days shall be considered asnon-responsive and shall be summarily rejected.

17. For any difficulty in downloading and submission of EOI documents on www.tenderwizard.com/IRCTCplease contact at Tender wizard helpline No. 011-49424365 or mobile No. 8800115628 / 8800107755.

18. Any failure on the part of Service Provider to observe the prescribed procedure and any attempt to



canvass for the work shall render the Service Provider's EOI liable for rejection. 19. IRCTC reserves the right to award contract to any successful Service Provider at its discretion and this

will be binding on Interested Parties/Participants. 20. IRCTC may terminate the Contract if it isfound that the Service Provider is blacklisted by any of the

Government Departments/Institutions/Local Bodies/Municipalities/Public Sector Undertakings, etc. 21. It would be desirable that prior to the submission of EOI, the Service Provider has made a complete

and careful examination of the requirements and other information set forth in this EOI document. 22. IRCTC shall not be liable for any mistake or error or neglect by the Service Provider in respect of the

above. 23. The submission of any offer connected with this EOI document shall constitute an undertaking that

the interested party/parties shall have no cause for, and claim against IRCTC for rejection of the offer. IRCTC shall always be at liberty to reject or accept any offer at its sole discretionand any such action will not be called into question and theinterested party/parties shall have no claim in that regard against IRCTC.

24. Non-conformity: IRCTC may waive any minor non-conformity, or irregularity in a EOI document that does not constitute a material deviation, provided such waiver does not prejudice:

a) One that limitsin any substantial way the scope, quality or performance. b) One that limits, in any substantial way that is inconsistent with the EOI documents, IRCTC rights or

the successful Interested Parties / Participants’ obligations under the contract; and c) One that the acceptance of which would unfairly affect the competitive position of other Interested

Parties / Participants who have submitted substantially responsive EOI. 25. If a bid is not substantially responsive, it will be rejected by IRCTC and may not subsequently be made

responsive by the Service Provider with correction of the non-conformity. IRCTC’s determination of Bid responsiveness will be based on the contents of EOI itself and any written clarifications sought by IRCTC in writing the response to which shall also be in writing and no change in rates shall be sought, offered or permitted.

26. During EOI Evaluation, IRCTC may at its discretion, ask the Interested party/parties for clarification(s) regarding its EOI and documents submitted. The request for clarification and its response shall be in writing and no change in the price or substance of the EOIshall be sought, offered of permitted, in response.

27. IRCTC reserves the right to terminate the EOI process at any stage and will not be responsible for any loss or damages, which the Service Provider may incur in the process. The EOI can be rejected without assigning any reason.

28. The interested party/parties must ensure that the conditions laid down for submission of offers detailed in the preceding paras are completely and correctly fulfilled. EOI, which are not complete in all respects as stipulated above, may be rejected.

29. The Notice Inviting EOI and the enclosed Instructions to interested party/ parties, Standard Conditions, Special Conditions and Covering Letter Format shall form part of EOI documents.

30. This EOI document consists of 33 pages including index and one cover page. 31. IRCTC reserves the right to inspect establishments/offices of the Bus Aggregators, Bus

Operators/Transporters by its officialsor through any other agency as instructed by IRCTC. 32. Incomplete application documents are likely to be rejected. Application document without proper

stamp and sign on each and every page including the covering letter shall be considered as incomplete.

33. IRCTC reserves the right to terminate the EOI/empanelment process at any stage and will not be responsible for any loss or damages which the agency may incur in the process. The application documentcan be rejected without assigning any reason.

34. There is no restriction on the numbers of qualified agencies. Qualification solely depends on



evaluation and fulfillment of specified Eligibility Criteria. 35. Interested Parties/Participantsare requested to submit their EOI sufficiently in advance, to avoid

last minute hurdles in participating in the e-tender. 36. The SEMD of the successful Service Providershall be treated as Security Deposit and retained by

IRCTC during the term of the contract.

6. PRE-EOI QUERIES

(a) A Pre-EOI meeting will be organized as per the date, time and address provided in the Top-Sheet to answer the queries, if any, raised by the Interested Parties/Participants.

(b) Queries may be posted by all prospective Interested Parties/Participants on the EXPRESSION OF INTEREST (EOI) to clarify any doubts or concerns. The Interested Parties/Participants must submit their queries in writing by the date indicated in the “Top-Sheet” of this document.

(c) All clarifications/questions must have reference of the appropriate EXPRESSION OF INTEREST (EOI) page and section number. Interested Parties/Participants must inquire in writing w.r.t. any ambiguity, conflict, discrepancy, exclusionary specification, omission or other error in this EXPRESSION OF INTEREST (EOI) prior to submitting the proposal. If a Service Provider fails to notify IRCTC of any error, ambiguity, conflict, discrepancy, exclusionary specification or omission, the Service Provider shall submit the proposal at its own risk and, if awarded the contract, shall have waived any claim that the EXPRESSION OF INTEREST (EOI) and contract were ambiguous and shall not contest IRCTC’s interpretation. If no error or ambiguity is reported by the deadline for submitting written questions, the Service Provider shall not be entitled to additional compensation, relief or time by reason of the error or its later correction.

(d) IRCTC shall endeavor to post answers for all questions received by the deadline. However, where changes are envisaged, Corrigendum or Addendum regarding this EOI, if any, will be published on the IRCTC website http://www.irctc.com.

http://www.irctc.com/



7. TERMS AND CONDITIONS

1. Interested Parties/Participants shall provide services to IRCTC as elucidated in the Scope of Work. 2. Use of the IRCTC logo and name has to be purely for promotion of the IRCTC products only and will be

such that it does not harm the image and brand name of IRCTC in any way. 3. In case of serious complaints regarding standard of service/behavior, irregularities/negligence on the

part of Interested Parties/Participants/service providers, IRCTC may take action by way of fines, warnings or even termination depending on severity of lapse/complaint, to be decided by GGM/DTM.

4. All the pages of the EOI document must be digitally signed, stamped and uploaded by the authorized signatory of the Company. In case of Proprietorship/Partnership firms, authorized signatory may be Proprietor/Partner of the firm and in case of Company, Copy of the Board’s resolution along with attested signature of the signing authority, failing which the EXPRESSION OF INTEREST (EOI) may be treated as invalid.

5. The Interested Parties/Participants may anytime withdraw their EXPRESSION OF INTEREST (EOI) until the last date and time of submission; however, the Service Provider shall not able to re-submit the EXPRESSION OF INTEREST (EOI) thereafter.

6. IfService Provider or any of its partner/s or sister concern, who have been debarred by IRCTC/Railways/CPSU Dept. from participating in the future projects of IRCTC/Railway, they shall not be eligible to participate in the EOI, during the period of such debarment.

7. All the EXPRESSION OF INTEREST (EOI) papers, submitted should be serially numbered on the top right hand corner of every page of the EOI.

8. The Service Provider undertakes and agrees that they have read and understood the entire EXPRESSION OF INTEREST (EOI) document and also agree to abide by its terms and conditions.

9. IRCTC reserves the right to reject any/all EXPRESSION OF INTEREST (EOI)or withdraw the EXPRESSION OF INTEREST (EOI)at any stage without assigning any reasons. Nothing contained herein shall confer right upon a Service Provider or any obligation upon IRCTC. It would be desirable that prior to the submission of EOI, the Service Provider has made a complete and careful examination of the requirements and other information set forth in this bid document.

10. Financial Quotewill becalled from the Interested Parties/Participants who have qualified in the EXPRESSION OF INTEREST (EOI)and have been empaneled by IRCTC, consequent to the EOIprocess.

11. IRCTC also reserves the right to call for EOI in any format it wishes viz. Highest Offer, Fixed Rate Counter Offer, Revenue Share Percentage, etc.

12. If, in response to the EOI invited by IRCTC, no offers are received, IRCTC has the right to appoint Service Provider outside the panel empaneled through this process.

13. During the period of empanelment, if an empaneled Service Provider wishes to withdraw from the empanelment, a written request should be made to Group General Manager/ITP, IRCTC. IRCTC shall process the applications, on case-to-case basis and refund the Standard Earnest Money Deposit of the Service Provider.

14. Under circumstances wherein the spirit of competitive offer process is defeated with no/few empaneled operators as a result of delisting/disqualification/debarment/withdrawal from empanelment, IRCTC also reserves the right to invite non-empaneled operators, subject to fulfillment of eligibility criteria.



15. In case of operational exigency, in order to handle critical situations, IRCTC reserves the right to stop the supply of online Bus content, only after informing the Service Provider about the same.

16. IRCTC reserves the right to inspect establishments of the selected Service Provider, their supply partners viz, bus operators/transporters, etc.

17. The Service Provider shall not sublet or assign the contract or appoint any sub-contractor to carry out any obligation under the contract in any manner.

18. The Service Provider shall indemnify/compensate IRCTC fully in respect of losses/damages/claims/demands if any, occurred due to negligence of the Service Provider or in respect of non-observance of any statutory requirement or legal requirement/dues of any nature. The loss/damage so occurred will be assessed, calculated and levied after investigation/inquiryby authorized representatives of IRCTC.

19. The Service Provider will indemnify IRCTC for any loss or damage caused to IRCTC by any act or omission on his part or on the part of his Managers/Supervisors/Staff.

20. Tenure: The tenure of the shortlisted Service Provider will be for a period of two years which can be extended by one year, depending on performance and quality of service, and shall be decided by the DTM/GGM, IRCTC.

21. COMPLIANCE WITH OTHER ACTS The Service Provider shall be solely responsible for compliance with all labour laws which shall include

all liabilities of the Motor Vehicles Act, Insurance Act, Provident Fund Act, ESI Act, Workmen’s Compensation Act, Minimum Wages Act and Other Labor Welfare Act, etc. in respect of its personnel. The Service Provider will follow all prevailing labour laws and regulations. The agreement between IRCTC and Service Provider shall not create any contractual relationship between the agency’s own staff or its sub-contractor’s staff and IRCTC. IRCTC shall not be the “principal employer” in case of employees/staff engaged by the Service Provider. If any proceedings are instituted against IRCTC regarding non-compliance of any labour law, then the Service Provider would be liable to make good all the loss occurring to IRCTC as a result of those proceedings including the cost of defending the proceedings.

22. Liability and Indemnity of Service Provider:The Service Provider agrees to defend, indemnify and hold harmless IRCTC and their respective officers, directors, employees and agents (collectively the “Indemnified persons”) and its associated companies from and against any and all claims, actions, damages, expenses, costs (including legal costs) and other liabilities actually incurred by the indemnified parties arising as a result of any negligence, breach of contract or warranty, or any other wrongful act or default on the part of the off board service provider, its employees, agents, representatives or contractors, including prosecution under any legislation.

23. Non-Disclosure Agreement:Service Provider should maintain the confidentiality & security of the data and should also provide the consent and execute the Non-Disclosure Agreement (NDA) provided by IRCTC, consequent to award of contract.

24. Entitlement of Compensation: In case the Service Provider suffers any loss on account of his being restrained by the IRCTC or any competent authority for indulging in illegal activities or any contravention of any law, he shall not be entitled to any compensation whatsoever.

25. Notice by Courier/Registered AD: Upon the receipt of any notice, order, direction or any other communication from any competent authority (including notices, affecting the rates, taxes or other outgoings) in respect of provision of services, payable in whole or in part by one Party hereto, the other Party shall immediately deliver a copy of the necessary document, to that Party.

26. Notice to the Service Provider: Any notice to be served on Service Provider shall be deemed to be sufficiently served if delivered at or sent by registered post/courier addressed to the service provider



at their registered office or last known place of business. Any notice to be served by the Service Provider on IRCTC shall be deemed to be sufficiently served if, left at the office/sent by registered post/courier addressed to the Group General Manager/ITP, Indian Railway Catering and Tourism Corporation at New Delhi.

27. Notices on behalf of IRCTC: Subject to as otherwise provided in the empanelment, all notices to be given on behalf of IRCTC and all other actions to be taken by IRCTC may be given or taken on behalf of IRCTC by the Group General Manager/ITP or any other officer for the time being entrusted with such functions, duties and powers by IRCTC.

28. Dealing with Service Provider Only: IRCTC will enter into an agreement only with the Service Provider who will be responsible for fulfillment of all EOI conditions with IRCTC. IRCTC shall not enter into any agreement or deal in any manner with any of the sub-service providers.

29. Consequence to the death/severance of any partner/s (in case of partnership firm): If the Service Provider/service provider is a partnership firm and in case there is permissible clause in the constitution of the firm that the firm shall not be dissolved by reason of the death of one partner or the severance of any partner from the business of the firm and in case the performance of the Service Provider is entirely satisfactory according to the assessment of the IRCTC, then in such an event, IRCTC at its discretion may allow the Service Provider to continue under the agreement.

30. Termination of Contract a) IRCTC reserves right to terminate this contract by giving a 3 months' notice to the Service Provider;

and in the aforesaid event, IRCTC will be liable to refund the SEMD, after recovering the dues, if any. b) Service Provider with the approval of IRCTC can withdraw from this contract by giving 3 months'

notice to IRCTC with suitable reasons and in the aforesaid event; IRCTC will not be liable to return the SEMD.

c) In the event of default, IRCTC may issue a notice of 30 days to remedy or make good such breach. In spite of such notice in writing, if Service Provider failsto remedy the breach reasonably, it shall be lawful for the IRCTC to terminate the contract with forfeiture of SEMD. The Service Providershall be debarred from participating in EOIfloated by IRCTC during the whole one year. The decision of IRCTC shall be final and binding on the Service Provider.

d) IRCTC shall be entitled to terminate the contract forthwith without any notice in case of serious and repeated defaults.

e) Any of the following events shall constitute “Event of Default” by the Service Provider: i. Inordinate delay in fixing acknowledged errors in the website, apps, etc.

ii. Consistent problems in the online Bus content. iii. Repeated customer complaints. iv. Non-resolution/repeated delays in resolution of the customer complaints. v. Delayof Refunds process for more than 5 days.

vi. Incorrect commercial statements. vii. Delay in payment, commission or any other payment to IRCTC.

viii. Wrong MIS reporting or wrong data in Dashboard. ix. Usage of IRCTC Bus booking data for any other commercial usage other than servicing the

booking. x. The Service Provider or, if a firm, any partner in the Service Provider being at any time be

adjudged insolvent or a receiving order or order for administration of his estate made against him or shall take any proceeding for liquidation or composition under any insolvency Act for the time being in force or make any conveyance or assignment of his interest or enter into any agreement or composition with his creditors for suspended payment, or if the firm be dissolved under the partnership Act or, in the event of Service Provider being a company, if the company shall pass any resolution to be wound up either compulsorily or voluntarily.



xi. The Service Provider has unlawfully repudiated or has otherwise expressed an intention not to be bound by the terms and conditions of the EOI document and/or award of contract.

xii. The Service Providerbeing convicted by a court of law under the provisions of criminal procedure code or any other law.

xiii. Any other act which is against the interest of IRCTC. xiv. Non-compliance of any of the clauses detailed in Annexure titled “Service Quality”. xv. Intentional delay in response to IRCTC Query/Complaints, etc.

f) Service Provider and IRCTC have agreed that upon expiry or termination of this project, both parties shall pay the other amounts due and payable at the date of termination. Payment shall be made within a maximum period of 45 days.

31. Force Majeure: IRCTC shall not be liable to the Service Provider in respect of any breach of the terms and conditions due to any event or circumstances beyond its reasonable control.

32. Settlement of Dispute/Arbitration In the event of any dispute arises between the parties or in connection with this agreement including

the validity thereof; the parties hereto shall endeavor to settle such dispute amicably in the first

instance, in accordance with the following matrix.

The authorized representatives of each party will discuss and attempt to resolve the dispute within

a period of 30 days from the occurrence of the event.

The attempt to bring about an amicable settlement shall be treated as having failed as soon as one

of the parties hereto after following the escalation matrix in the manner set forth above, gives a

notice to this effect, to the other party in writing. Thereafter, such dispute shall be resolved in the

matter set forth below:

a) In the case of any dispute, controversy or claim arising out of or relating to this agreement or any

matter or issue arising there from which is unresolved by amicable settlement (Dispute); it shall

be resolved in accordance with Arbitration and Conciliation Act, 1996. Such dispute shall be

referred to the sole arbitrator to be mutually appointed by the parties as per the provisions of

Arbitration and Conciliation Act, 1996.

b) In case, the parties fail to appoint sole Arbitrator within 30 days; the dispute shall be referred to

a three-member Arbitral Tribunal. One member each shall be appointed by both the parties.

They shall, within 30 days of their appointment, mutually decide on the name of third Arbitrator.

Arbitration proceedings shall be deemed to commence in accordance with the Arbitration and

Conciliation Act, 1996. The award of the Arbitrator shall be final and binding on the parties to

this agreement. The venue of the Arbitration shall be New Delhi. The fees and expenses of the

sole arbitrator or the Arbitration Tribunal, as the case may be, and all other expenses of the

arbitration shall be borne directly by the parties, subject to award of costs by the sole arbitrator

or the Arbitral Tribunal.

33. Intellectual Property a) Each Party acknowledges that, as between the Parties, the other Party owns all right, title and

interest in and to such other Party’s IPR, whether presently existing or later developed by such other Party. Nothing herein shall give either Party any right, title or interest in any of the other Party’s IPR, or, except as provided herein, any right to use any of the other Party’s IPR in any manner. For the purpose of this clause, “IPR” means intellectual property rights including, but not limited to, patents, copyrights, designs, trademarks, service marks, data, know-how, trade



secrets, trade names, inventions, whether registered, unregistered and any applications for the same.

b) The IPR of each Party shall, at all times during the term of this project and thereafter, remain the sole and exclusive property of that respective Party. Either Party shall not use any IPR of the other Party without its prior written permission in relation to any communication/advertisement. Nothing contained in this project shall constitute an agreement to transfer or license or to grant IPR of either Party to the other Party.

34. Jurisdiction: All disputes with respect to this agreement shall be subject to the jurisdiction of courts at New Delhi.



8. ELIGIBILITY CRITERIA FOR THE INTERESTEDPARTY/PARTIES

The following conditions need to be complied MANDATORILY by the Interested Parties/Participants for the submission of the EOI.

SN Parameter Qualifying Criteria Credentials to be Uploaded

1 Company Existence

Service Provider should be a Private/Public company registered under Companies Act, 1956 or a Registered firm and in the business for minimum 5 years.

Self-attested copy of Certificate of Incorporation/Registration.

2

Online Bus Inventory Booking/ Business Experience

Should be in the business of Online Bus Aggregation for last 5 years.

(i) An undertaking specifying the details of the supply of bus inventory content solution implemented for any client with the number of years of operation. (ii) Recent Work Order/Invoice Copy/Client Certificate.

3

Corporate PAN/TIN Number and GST Number

Should have a valid PAN Card & GST Registration.

1. Copy of PAN Card allotted by Income Tax Department.

2. Copy of GST certificate issued by Government.

4 Financial Turnover

The average minimum annualturnover of the Service Provider (Commission on sales only) inthe last 3 years i.e., 2016-17, 2017-18 & 2018-19 must be at least Rs. 1 Cr in the domestic market.

1. Service Provider should submit the last (3) years i.e., 2016-17, 2017-18 & 2018-19 Audited Annual Reports, clearly specifying the Annual Turnover from online Bus operation business.

2. Chartered Accountant certificate duly certifying that the firm has turnover from commission on Bus aggregator Business duly reconciled with GST returns/service tax returns.

5 Net Worth Bidder should have Net Worth of Minimum Rs. 10 lakhs as on 31-Mar-2019.

1. Solvency Certificate from a Nationalized or a Scheduled Commercial Bank should not be prior to 31.03.2019.

2. Net-worth certificate from CharteredAccountant.

6 Technical/ Customer Support

Service Provider should have a dedicated 24X7 support team for supply/maintenance of online bus inventory content solution on optimum basis to handle all types of issues (technical and non-technical) encountered during the lifetime of project. Reportingsolution provided by Service Provider must be transparent in terms of revenue generation.

An affidavit in the letterhead of the Service Provider to provide a 24X7 dedicated support team to handle technical and non-technical, customer issues along with staff strength.



7 Statutory Regulations

Bus Operators who have tied up with Bus Aggregator for sharing an online inventory must be registered and authorized with the respective State Road Transport authorities where they operate.

Bus Operators enlisted with the Bus Aggregator shall comply with Statutory/Mandatory regulations like Insurance of the buses and passengers, Pollution Control Certificates, Road Tax, Permits, Fitness Certificates, etc.

An undertaking in the letterhead of the Service Provider stating the following – 1. List of Bus Operators enlisted by the

aggregator. 2. The availability, extent and presence of

online bus inventory. 3. Proof of the tie-up with bus operators

who have more than 100 buses inventory, in the form of an affidavit.

8

Online Bus Inventory

Bus Aggregator must have at least two Bus Operators enlisted with them who possess more than 100 buses on their own.

Bus Aggregator must have an online inventory of minimum of 500 Buses across major Cities/Towns in India and have different types of vehicles like AC, NAC, Luxury (Volvo/Mercedes).

9

Experience in Online Bus Inventory Engine Integration

a) The Service Provider should have previous successful experience in supplying the bus inventory content via API solutions and submit the same in the requisite Annexure.

b) The Service Provider should have implemented at least one such projects (live & working in B2C environment) of online bus inventory content supplied to other websites at least for 2 years in the last 3 years.

c) The web addresses of the same shall be indicated and screen printouts of the same may be attached in support thereof.

Recent Work Order/Invoice Copy/Client Certificate.

10 Financials

The Bus online bookings /Cancellations shall bemadeon the IRCTC platforms including receipt of payments from the customers.

Note: Non-submission of any of the mandatory documents shall make the EXPRESSION OF INTEREST (EOI) non-responsive and may be rejected.



9. EVALUATION OF EOI

a. Competent Authority will nominate a Screening Committee that will peruse the applications/ EOI

submitted online. b. Following scrutiny of EOI receivedby the Committee, Interested Party/Parties who are found

qualified as per laid down Eligibility Criteria shall be shortlisted.



10. QUALIFICATION DOCUMENT CHECKLIST, FORMATS & ANNEXURES

All the documents listed here are to be uploaded/supplied for the pre-qualification of the Service Provider in EOI.

SN Item To be filled by Service Provider (Document placed-page number in Packet)

Reference for format/ content to be provided

1 Offer Form Annexure – I

2 Letter of Acceptance Annexure – II

3 Service Provider's Information Annexure – III

4 Certificate of Incorporation/Registration Annexure – IV

5 Solvency Certificate From a Nationalized Or a Scheduled Commercial Bank as on 31.03.19.

Annexure – V

6 Net Worth Certificate from a Chartered Accountant (No format is available) as on 31.03.19.

Annexure – VI

7 Audited Annual Reports of last 3 Financial years, specifying the Annual Turnover or Chartered Accountant Certificate and GST Return.

Annexure – VII

8 Experience in supplying online Bus content. Annexure – VIII

9 Service Quality Assurance Annexure – IX

10 An undertaking in letter-head to provide dedicated support team.

Annexure – X

11 Declaration by the Service Provider's authorized signatory in the letter-head certifying that Service Provider is not blacklisted with any Government of India Agency/PSU.

Annexure – XI

12 An undertaking in letter-head with details of bus operators, their online inventory, statutory compliances, etc.

Annexure – XII

13 Copy of PAN card -

14 Copy of GST Regn number -

15 Work Order/Invoice Copy/Client Certificate. -

The Interested Party/Parties are required to submit their completed EOI in all respects, & in terms of the instructions specified in the EXPRESSION OF INTEREST (EOI) along with all Annexure before the specified EOIdue date.

Here, the undertaking refers to letterhead of the Service Provider directly or of its or indirectly through its parent entity, wherever applicable.



ANNEXURE – I

11. EOI - OFFER FORM

GGM/IT Projects Indian Railway Catering and Tourism Corporation Limited, Internet Ticketing Centre, State Entry Road, New Delhi-110055 Ref: EOI No.2017/IRCTC/TP/OTP/005 Sub: Submission of EXPRESSION OF INTEREST (EOI) for Powering Bus Inventory Content on IRCTC

Website/Apps I/We ________________________________________________________________ do hereby declare that the information given in this application, documents enclosed are true to the best of my/our knowledge and belief. I/We undertake that I/We have full authority to submit this EXPRESSION OF INTEREST (EOI) along with the documents in support of Eligibility Criteria, on behalf of _____________________ (name of the company) I/We hereby understand that the submission of EXPRESSION OF INTEREST (EOI) does not guarantee award of work by IRCTC. I/we understand that this EXPRESSION OF INTEREST (EOI) is for empanelment of Service Providers for the intended business activity. IRCTC is free to initiate different mode/method for appointment of activities/services/products including, but not limited to, those not covered in the scope of this empanelment and/or those for which IRCTC feels other modes of appointment are better suited. I/We wish to apply for empanelment with IRCTC for Powering Bus Inventory Content on IRCTC Website/Apps. However, based on the documents furnished by me/us, IRCTC reserves the right to empanel the firm subject to fulfillment of eligibility criteria. I/We further understand that in case of any information submitted by me/us being found to be incorrect either before or even after the award of work, IRCTC will have the right to summarily reject the Packet, cancel the Award of Work or revoke the same at any time without assigning any reason whatsoever. Signature of the authorized signatory Name & Designation of authorized signatory: Name of the Firm/Company (with seal): Address of the Firm: Mobile/Contact Details: Date:



ANNEXURE – II

12. LETTER OF ACCEPTANCE

GGM/IT Projects Indian Railway Catering and Tourism Corporation Limited, Internet Ticketing Centre, State Entry Road, New Delhi-110055 Ref: EOI No.2017/IRCTC/TP/OTP/005

Sub: Empanelment of Service Provider for Powering Bus Inventory Content on IRCTC Website/Apps by IRCTC for a period of Two Years.

a) I/We accept the terms and conditions mentioned in the EOI document and it has been understood by us. b) I/We further certify that we are ready for Powering Bus Inventory Content on IRCTC Website/Apps, as

per the terms and conditions of the EOI document. c) I/We understand that IRCTC reserves the right to reject, accept or consider any offer without assigning

any reason whatsoever. d) Consequent to EXPRESSION OF INTEREST (EOI) process, the empanelment of Interested

Parties/Participants is valid for a period of two years from date of finalization of empanelled list. DISCLAIMER

I/We understand that merely filling and submission of the EXPRESSION OF INTEREST (EOI)does not mean

the qualification in the EOI process. The papers/Standard Earnest Money Deposit submitted will be

checked and verified by IRCTC subsequently, and the decision taken by IRCTC will be final and binding on

me/us.

Signature of the authorized signatory Name & Designation of authorized signatory: Name of the Firm/Company (with seal): Address of the Firm: Mobile/Contact Details: Date:



ANNEXURE – III

13. SERVICE PROVIDER’S INFORMATION

SN Item Details

1. Full name of Service Provider's Company/Firm

2. Full address, telephone numbers, fax numbers and email address of the primary office of the organization/main/head/corporate office.

3. Name, designation and full address of the Chief Executive Officer of the Service Provider's Company/Organization as a whole, including contact numbers and email address.

4. Full address, telephone and fax numbers, and email addresses of the office of the organization dealing with this EOI.

5. Name, designation and full address of the person dealing with the EOI to whom all reference shall be made regarding the EOI enquiry/response/escalations.His/her telephone, mobile, fax and email address.

6 PAN No. of the Firm

7 GST No. of the Firm

8 MOA & AOA of the company or Partnership Deed of the Firm as applicable.

Signature of the authorized signatory: Name & Designation of authorized signatory: Name of the Firm/Company (with seal): Address of the Firm: Mobile/Contact Details: Date:



ANNEXURE – IV

14. Certificate of Incorporation



ANNEXURE-V

15. SOLVENCY CERTIFICATE FROM A NATIONALISED OR A SCHEDULED COMMERCIAL BANK This is to certify that to the best of our knowledge and information, M/s ………………………. …………………………….…, having their registered office at ……………………………………………………………., a customer of our bank, is a reputed company with a good financial standing and can be treated as solvent to the extent of Rs……………………………………………………… This certificate is issued without any guarantee or risk and responsibility on the Bank or any of its officers.

Signature with date Bank Manager’s Name: (Name of Officer issuing the Certificate)

Name, Address and Seal of the Bank/Branch Note: Banker’s Certificate should be on letter-head of the Bank.



Annexure – VI

16. NET WORTH CERTIFICATE ISSUED BY CHARTERED ACCOUNTANT



Annexure – VII

17. AUDITED ANNUAL REPORTS, SPECIFYING THE ANNUAL TURNOVER OR CHARTERED ACCOUNTANT CERTIFICATE & GST RETURN I …………………………………… (Name) …………………………………………………., (Designation & Address) and authorized signatory for the management of …………………………………………………………………… (Name & Address of the firm/ company/ organization) DO HEREBY SOLEMNLY AFFIRM AND DECLARE AS UNDER: -

That the aforesaid Company/Establishment (s) have annual turnover (i.e. Gross Transaction Value) for the last three financial years is detailed below. The turnover pertains to supply of online Bus content solution on various Websites/Mobile App, which is reconciledwith GST returns for the said FY’s in any locale (includes non-India geographies as well).

FY Annual Turnover Remarks

2016-17

2017-18

2018-19

Enclosure (If Any): CA Report Signature of the authorized signatory: Name & Designation of authorized signatory: Name of the Firm/Company (with seal): Office Address of the Firm: Mobile/Contact Details: Date:



ANNEXURE-VIII

18. EXPERIENCEIN SUPPLYING THE BUS INVENTORYCONTENT VIAAPI

S. No. Details of online project of Bus Inventory content

supplied to other websites

(at least two)

Whether print screen

attached

This is to certify that the online bus inventory content solution provided by us has satisfactorily performed.

Enclosure (If Any): Signature of the authorized signatory: Name & Designation of authorized signatory: Name of the Firm/Company (with seal): Office Address of the Firm: Mobile/Contact Details: Date:



ANNEXURE-IX

19. SERVICE QUALITY ASSURANCE (in firm/ company/ organization’s letter head)

This is to certify that the online bus inventory content solution provided by us, will provide and ensure the Service Quality Assurance mentioned above.

Signature of the authorized signatory: Name & Designation of authorized signatory: Name of the Firm/Company (with seal): Office Address of the Firm: Mobile/Contact Details: Date:

Default Resolution

Bus check-in related issue

The Service Provider fulfillment team shall offer the following remedies to IRCTC Customers in case of issues with Bus checking in and/or booking confirmation details, as IRCTC does not speak to the Bus Operators at any point, that are a direct result of unavailability of bookings that have been confirmed to Service Provider. In addition to any one of a, b or c below; Service Provider shall also fulfill the conditions mentioned (last option) on a reasonable endeavor basis. a) Make the original Bus booking available (If possible). b)Upgrade to a higher category bus type at no extra cost to the IRCTC Customer in

the same bus, if available change to a similar category bus after seeking the customer’s consent at no extra cost to IRCTC and/or the customer.

c)If the customer does not wish to take any of the above choices; a 100% refund will have to be processed to the customer in good faith in three working days; only as long as service is not utilized.

d)Claims, if any, to be borne by the Service Provider.

Connector Downtime

a) Service Provider shall inform IRCTC of its planned downtime by giving them a written notice of 02 working days. The total amount of downtime shall not exceed 1% a month (the Service Provider would ensure minimum 99% uptime).

b) In case of unplanned downtimes beyond the control of the Service Provider, they shall on a reasonable endeavor basis resolve the same with highest priority.

Bus Inventory

Service Provider shall ensure that a minimum of 5000 Buses in 25 cities are made available to IRCTC at all times.

Legal Expense

In case of Customer availing online bus booking services using IRCTC website makes any claims of any nature against IRCTC for services agreed, Service Provider shall be responsible for payment of all such claims decided mutually or by the Court of Law.



ANNEXURE-X

20. AN UNDERTAKING TO PROVIDE DEDICATED SUPPORT TEAM (in firm/ company/ organization’s letter head)

I …………………………………… (Name) …………………………………………………., (Designation & Address) and authorized signatory for the management of ……………………………………………………………………………… (Name & Address of the firm/ company/ organization)

DO HEREBY SOLEMNLY AFFIRM AND DECLARE AS UNDER:

That the aforesaid Company/Establishment (s) is having following Customer Support Offices supporting PAN India region to provide a dedicated support team to handle technical and non-technical and customer service issues.

S. No.

Support Office Address Contact Head

Mobile/ Contact Details

Staff Strength




ANNEXURE-XI

21. AN UNDERTAKING BY THE SERVICE PROVIDER’S AUTHORIZED SIGNATORY CERTIFYING THAT SERVICE PROVIDER IS NOT BLACKLISTED WITH ANY GOVERNMENTOF INDIA AGENCY/PSU

(in firm/ company/ organization’s letter head)

I …………………………………… (Name) …………………………………………………., (Designation & Address) and authorized signatory for the management of …………………………………………………………………. (Name & Address of the firm/ company/ organization) DO HEREBY SOLEMNLY AFFIRM AND DECLARE AS UNDER:

1. We are not Blacklisted/Suspended/Debarred by any Government Departments/Institutions. 2. In competing for (and, if the award is made to us, in executing) the above contract, we will

strictly observe the laws against fraud and corruption in force in India.




ANNEXURE-XII

22. AN UNDERTAKING FOR STATUTORY COMPLIANCES (in firm/ company/ organization’s letter head)

I …………………………………… (Name) …………………………………………………., (Designation & Address) and authorized signatory for the management of …………………………………………………………… (Name & Address of the firm/ company/ organization) DO HEREBY SOLEMNLY AFFIRM AND DECLARE AS UNDER:

That the aforesaid Company/Establishment (s) have enlisted the services of the following Bus Transport Operators to provide Bus Transport services in the States of ______________.

SN Name of Bus Transport Operator

Area of Operation

Inventory of the Bus Operator

Business Address

Mobile/Contact Details

That it is also certifiedthat the bus operators enlisted by us are well qualified and satisfy all Central/State Govt. rules andregulations, statutory compliances including Insurance inforce, with reference to day-to-day passenger bus transport operations.

Proof of tie-up with bus operators who have more than 100 buses inventory,is enclosed in the formof anaffidavit signed by the respective Bus Operator.




ANNEXURE-XIII

23. TECHNICAL BID

Indian Railway Catering and Tourism Corporation Ltd.

Technical Bid

EOI No EOI No.2017/IRCTC/TP/OTP/005

Description EXPRESSION OF INTEREST (EOI) FOR SOURCING BUS INVENTORY

CONTENT ON IRCTC WEBSITE / APPS

Name of Bidder

S.No

. Item

To be filled by Service

Provider (Document

placed-page number

in Packet)

Reference for format/

content to be provided

Document

Submitted Remarks

General Information

1 Offer Form Annexure – I

2 Letter of Acceptance Annexure – II

3 Service Provider's Information Annexure – III

4 Certificate of Incorporation/Registration Annexure – IV

5 Solvency Certificate From a Nationalized or a

Scheduled Commercial Bank as on 31.03.19. Annexure – V

6

Net Worth Certificate from a Chartered

Accountant (No format is available) as on

31.03.19.

Annexure – VI

7

Audited Annual Reports of last 3 Financial years,

specifying the Annual Turnover or Chartered

Accountant Certificate and GST Return.

Annexure – VII

8 Experience in supplying online Bus content. Annexure – VIII

9 Service Quality Assurance Annexure – IX

10 An undertaking in letter-head to provide

dedicated support team. Annexure – X

11

Declaration by the Service Provider's authorized

signatory in the letter-head certifying that

Service Provider is not blacklisted with any

Government of India Agency/PSU.

Annexure – XI

12

An undertaking in letter-head with details of bus

operators, their online inventory, statutory

compliances, etc.

Annexure – XII

13 Copy of PAN card

14 Copy of GST Regn number

15 Work Order/Invoice Copy/Client Certificate.

NOTE:

1 The Interested Party/Parties are required to submit online their completed EOI in all respects, & in terms of the instructions specified

in the EXPRESSION OF INTEREST (EOI) along with all Annexure before the specified EOI due date.

2

Here, the undertaking refers to letterhead of the Service Provider directly or of its or indirectly through its parent entity, wherever

applicable.

indian railway catering andtourism corporation ltd - irctc

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